Job Information

Job Summary:

We are looking for a proactive and service-oriented professional for our After Sales Customer Care operations. The ideal candidate will focus on enhancing customer satisfaction by effectively coordinating service requests, supporting field teams, and promoting continuous service excellence.

Key Responsibilities:

• Respond to customer inquiries and service requests via phone, email, and toll-free lines in a courteous and efficient manner.
• Register service requests and provide clients with reference numbers and clear information on visit procedures.
• Collaborate with internal departments to ensure timely and effective service coordination.
• Support Field Service Engineers (FSEs) in preparing accurate and comprehensive service reports.
• Review service reports and ensure appropriate follow-up for seamless resolution.
• Encourage customer participation in satisfaction surveys to gather valuable feedback.
• Coordinate with FSEs and Project Execution teams for smooth handling of replacements and Annual Maintenance Contract (AMC) visits.
• Maintain detailed service records and highlight areas for product or process improvement.
• Prepare insightful Root Cause Analysis (RCA) and service performance reports to support ongoing improvement initiatives.